Rates Group COVID Policy

Added: 01 August 2020


Customer COVID Policy Update

Please see below our latest update for customers looking to use our services.


New Car Sales: Click and Collect + Home Delivery Available

Used Car Sales: Click and Collect + Home Delivery Available

You can see full details about contactless options available when purchasing a New or Used vehicle with us here. 

Aftersales / ServiceFully Open & Operational to the Public

Parts: Open & Available via the UK Ford Parts Network (http://www.ebaystores.co.uk/rates-ford)

You can see full details about the options available when purchasing a New or Used vehicle with us here. 


Rates Ford Express Service

Service Department / Fast Lane - Updates

We require all customers to wear masks while inside our Service Department. If you are entering a building and do not have a mask, please ensure our staff are aware and they will provide you with a temporary mask.

If you are dropping off a vehicle then there is an express drop-box outside the front of the service centre which you can use.  Please also be aware that we are limiting the number of people inside the service reception so you may be asked to wait outside. To avoid this, please arrive no earlier than five minutes to you pre-arranged appointment. 




FAQ


Q: I am worried about being able to meet my finance obligations, what can you do to help? 

A: While we work with lenders we cannot discuss specific finance agreements, you would need to talk to your finance provider on the number below. If you explain the situation they will be able to provide some guidance for you. 

Ford Credit Support: Visit https://www.ford.co.uk/finance/support/contact-us or call 0345 712 5490.  (Monday to Friday 9.00am to 5.15pm and Saturdays 9.00am - 1.00pm.)

Black Horse Finance Limited: Visit https://www.blackhorse.co.uk/contact/Money-Worries or call 0344 824 8888

Alphera – Visit https://alphera.co.uk/content/contact-us or call 0370 505 0125


Q: What are your opening times at the moment? 

A: Right now our Sales Departments are available from 9am - 5pm from Monday - Saturday. We are closed on Sunday.

Our Service Department Times are unchanged: from 7.30am-6pm Monday - Friday, 8.30am - 5pm Saturday, Closed on Sunday. 

Our Parts Department are a
lso unchanged: from 7.30am-5.30pm Monday - Friday, 8.00am - 1pm Saturday, Closed on Sunday. 

If you require Ford Parts please visit our parts store here.


We are still also able to provide support for business fleets with our Mobile Service van. Please contact us directly for more information. 

Q: My MOT is due to expire shortly. What should I do?

A: The Driver and Vehicle Standards agency have announced that any MOT bookings should be carried out as per normal - they are not giving an extension at this current time. 


Q: Do you know when your Sales Showrooms will re-open?

A: The health and well-being of our customers and staff are our main priority. We will be following the latest Government advice and as soon as it is safe for us to do so, we will re-open our showrooms - currently we are unable to say when that will be.


Q: Will the UK Roadside Assistance Service be available while your dealership is closed?

If you have Ford Roadside Assistance, this will continue to operate as normal. In the event of a UK breakdown, please call Ford One Call on 020 3564 4444. Full details, terms and conditions will be outlined on the correspondence received when the policy commenced.


Q: I bought a Ford vehicle from you and pay monthly to Ford Credit. Is it possible to defer payments during the COVID-19 outbreak?

A: Ford Credit have introduced measures to assist customers leasing or financing a vehicle with them during the coronavirus outbreak. It is recommended that you contact them directly to discuss your individual circumstances. 

They can be contacted by phone on 0345 712 5490. 



New Policies Summary


  • As usual, if you have any symptoms or concerns please do not visit in person - please let us know over the phone and we will put a solution in place to help you safely. 
  • Or Sales Showrooms are closed to the public until further notice. Our Service Operations are open and available to the public - they are considered an essential service. 
  • If you are entering one of our buildings you will need to wear a mask. 
  • We recommend you bring your own mask or a mask will be provided for you. 

If you have any further questions or call us on 01375 391234 and we will do our best to ensure you have the answers you need.